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Drive ROI and Revenue with Partner Leads
Mike Wallgren, Altiris/Symantec
Matt Morris, Salesforce.com
Channel and Partner Management
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding,and concerning the potential market for our existing service offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2007. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
Bad data
Poor reporting
Lead programs are a challenge for vendors and partners
Quality of leads
No forecast integration
No ROI
Usability
No way to track performance
Baptie and CMP learned that all parties are dissatisfied
Channel Is Not Impressed With Sales Opportunities or Leads
There is a methodology to overcome these challenges
Channel lead program success =
Process + People + Technology
Lead Management best practice methodologies
Start with a pilot
Engage & involve your channel managers
Establish program office
Balance the carrot and stick
Communicate and set expectations
Define reporting requirements
Get your process right
11
33
22
55
66
77
88
Qualify your leads first44
All About Altiris/Symantec
• INDUSTRY: High Tech Software
• EMPLOYEES: 17,500 (Total Symantec)
• GEOGRAPHY: Global
• # USERS: 391 (Altiris Business Unit)
• PRODUCT(S) USED: SFA, PRM,
Altiris was founded in 1998, although our roots first appeared in the early 1990s as a pioneer in system deployment and configuration. On April 6, 2007, Altiris became part of Symantec, combining its endpoint management capabilities with the security and back-up expertise of Symantec to deliver a unique set of solutions to the market.
Altiris technology has been recognized by some of the most respected international companies, including Hewlett-Packard, Dell, IBM, Intel, Microsoft and Cisco. For more than six years, Altiris has partnered with these companies and others to innovate solutions that help customers reduce the overall cost of securing and managing their IT assets.
In May 2002, Altiris completed a successful initial public offering (IPO) and marked the first enterprise management software company in the previous 18 months to complete an IPO. Altiris has had a successful financial track record even in poor economic conditions, posting eight consecutive years of revenue growth since 1998. Altiris was named the fastest growing software company on the 2006 Forbes "25 Fastest-Growing Technology Companies" list.
Altiris Lead Management – Key Challenges
Business Challenges
• No visibility into partners’ lead activities
• No way to measure marketing ROI
Inaccurate channel forecasts
Technology Challenges
Lack of integration with Altiris’ Salesforce.com org
Why We Chose Salesforce.com PRM
Selection Criteria
Simple process for distributing leads
• Integrates partners into sales process
• Real-time integration with SFDC org
• Closed loop lead campaigns
• Familiarity with system
• Robust analytics for partner performance
Deployment DetailsCRM & PRMPilot: 9 PartnersCurrent: 170 Partners
It all started with a pilot. . . .
Pilot Details Two week pilot
9 Partners total
(Americas, EMEA, APJ)
Process validation
Gathered feedback
Internal and external users
We Created the Program Office
Team included: Sales Support
Channel Management
Channel Operations
SFDC consultant onsite for 4 days Process definition
System configuration
Deliverables: Process flowchart
Design and configuration worksheet
Best practices for system configuration and administration
Training presentations
We Mapped our ProcessAltiris Partner Lead and Opportunity Management (including Deal Registration)
Sal
es/
SM
BP
artn
ers
Mar
ketin
gC
DM
EmailEvaluate
Partner LeadDuplicate?
Set Status to “Deal
Registration Request”
Won?Review/Update Oppty
No
Set Status to “Close Lost”
No
Merge Records
Yes
Convert Lead to OpptyAssign Owner and
Sales Team
Valid?Move forward with
Registration?
Set Status to “Deal not approved”
No
Yes
Create new Lead
Yes
Communicate with Sales
No
Close Oppty
Run Reports / Forecasts
EmailReview/Update
Opportunity
Automated Email
External Process
Lead Files
Indicate Partner
Account Name
Manual Process
Review/Accept Lead Inbox and Accept
Leads loaded in SFDC
Qualified?
No
Note: If not accepted, the lead will be reassigned by the CDM
Registration Request?
Yes
Yes
Set Status to “Unqualified”
No
Opportunity ManagementLead Management
Set Status to “Qualified”
Set Registration Status (Y/N)
If yes à %, Partner Name
Note: Sales Rep will be the Opportunity owner and Partner will be included in Sales Team
Create Lead & Assign to Partner
Note: Sales can assign the lead to Partner Queue OR Partner User.
TBD
Leads are scored, prioritized, and assigned
Prioritization & scoring A, B, or C
Web leads prioritized automatically• Decision-making role
• Budget
• Timeline
Marketing event leads prioritized based on level of response
Assignment Territorial needs
Past relationships with customers
Historical performance
Engaging Channel Managers Accelerated Adoption
If Channel Managers are using it, then partners are using it
Communication Collaboration
Benefits
Buy-in
Relevance
Requirements
Reporting
Administrator Roles
We demonstrated value to all parties
What’s in it for the partner? Qualified leads
Meritocracy
Ease of doing business
Collaboration with Vendor
Support
What’s in it for the CMs? Timely feedback Full visibility Performance tracking
• Identify Top Partners
Better Territory Management
Communication is Key
Prior to roll out Training for CMs and partners
Publication of program guidelines
Branded portal
Marketing messages on portal page content
OngoingCustomized lead notification emails
Incorporating CM & partner suggestions
Additional training provided in CM staff meetings and calls
We Defined our Success Metrics
And previously unavailable data can
now be measured
• Cost Justifications/ROI now
calculable
• Lead activity reports, conversion
rates, tracking by campaign, etc.
Channel Ops and Salesforce.com admins provided report templates•Lead Status reports--based on partner and stage
•Channel Marketing -- status of leads from specific events/activities.
•Opportunity--overall deal registration, and/or by partner or region
Return on Investment Exceeded Expectations
Launch and Ramp-up
Live in 6 weeks
50% adoption
Ongoing
Lead follow-up in less than 24 hours
Pipeline from program $19M
Revenue from program $3.5M
Altiris Partner Lead Portal Demo
DEMO
What’s next?
Get a one on one demo
Get it now & start a pilot
Learn More
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